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Virginia ABC > Products > Online Ordering > FAQs

Online Ordering FAQs

To Find Products

To view inventory in the catalog and to place orders, you must first select a store. Click My Store in the page header.

To Track Your Order

Track your order online via the Order Tracking page. A link to this page is provided in your confirmation email.

To Pick up Your Order

Please wait to receive a Ready for Pickup email before going to the store. Generally, this will be within two days.

Waiting for Emails?

First check your spam folder. To get them resent, email abc-pst@abc.virginia.gov with your name, using the order email.

To Cancel Your Order

Cancel your order online via your Order Tracking page. A link to this page is provided in your confirmation email.

Still Have Questions?

We welcome questions through our Online Ordering Feedback form. Please identify your store and products.

How do I find products that are available for online ordering?

Choose a specific store to view inventory and place orders, by clicking My Store in the page header. You may also use the Store Finder. Almost all products offered in stores are available for online ordering. 

Can I combine inventory between different stores to make a single order?

No. Your products must come from a single store. Before you begin shopping, please choose a specific store to view inventory and place orders.

I don’t see an Add to Cart button for my product. Why?

All spirits categories are available for online ordering. If you don't see an Add to Cart button, please first select a store and choose a product size. If the product is still unavailable for ordering, the most likely reason is that inventory is not available in your store, and you must shop a different store.

Only a few groups of products are always unavailable for online ordering. Currently, these include:

  • Prices above $500. Shop for these products in stores only.
  • Sizes below 375 ml. Shop for a larger size of the same product.
  • Limited availability products with periodic availability.
  • New products that do not yet have inventory in any store. Check back for these products.
  • Closeouts. Shop for these products in stores only.

Is the $10 minimum calculated before or after tax?

The $10 minimum is calculated before tax. 

What is the maximum amount that I can order?

An single online order can be for no more than $500.

How do I know if you received my order?

Once you place an order, we will send you an "Order Placed" confirmation email with a complete order summary and tracking instructions. If you do not receive an Order Placed email within 20–30 minutes, please check your spam folder. If you still have not received it, we can send the Order Placed email again—simply email abc-pst@abc.virginia.gov, using your email from the order and providing your name,and request us to resend this email. 

Note: Before going to the store to pick up your order, please wait for a Ready for Pickup email.

How do I track my order?

On your "Order Placed" confirmation email, we will provide a tracking number and link to an Order Tracking page. You will then receive a separate email when your order is ready for pickup.

What do the tracking statuses mean?

On your Order Tracking page, we will provide status updates for your order. These include:

  • Received—We are still awaiting confirmation from the credit card processor.
  • Being Processed—Your order has been sent to the store and/or warehouse to be prepared.
  • Prepared to Ship—Your order has been prepared in the warehouse and is waiting to be loaded into a truck.
  • In Transit—Your order has left the warehouse en route to your store.
  • Ready for Pickup—Your order is ready for you to pick up at the designated store. Look for an email notification with instructions on how to do so.
  • Adjusted—We have adjusted your order to reflect availability. In the unexpected event that inventory is no longer available, the store will fulfill as much of your order as possible. You will be notified of this adjustment by email, and the difference between the original and adjusted order will be refunded to you upon pickup.

Is it possible to change an existing order?

No. Once an order is placed, it cannot be changed; however, you can cancel the order on your Order Tracking page and then place a new order.

Where do I pick up my order?

Your order will be ready for pickup at the Virginia ABC store of your choice. You will receive a Ready for Pickup email when the order is ready at the store.

How soon will my order be ready for pickup?

Products already in stock at your store are ready for pickup within two days. A select number of products are also fulfilled from the warehouse if they are not in stores; these products are ready for pickup at your store within 7–14 days. You will receive a Ready for Pickup email when the order is ready at the store.

What do I need to bring with me to pick up an online order?

When you arrive to pick up your order, please see a Virginia ABC sales associate for assistance. In order to complete your transaction, you will need to:

  1. Show Ready for Pickup email on a mobile device or as a printed copy.
  2. Show a valid photo ID.
  3. Sign a transaction receipt.

Can I pick up my order using the text notification I received?

No. At the present time, you must provide the Ready for Pickup email on a mobile device or as a printed copy for pickup. The text notification is provided to let you know when the Ready for Pickup email has been sent to your inbox.

Can I send someone else to pick up my order?

During checkout you may designate a single alternate pickup person, who may pick up the order for you. That person will also receive the Ready for Pickup email; however, please coordinate with them about pickup. Their photo ID will be required, and they will need to show the Ready for Pickup email. This person may not request a refund.

Are discounted and closeout items available for online purchase?

Products that are discounted on a regular monthly basis are available for online purchase, as long as your store has sufficient inventory. Discounts will be applied as part of the checkout process. Closeout items are not available for online purchase.

Which products are available from the warehouse?

If at all possible, all orders are fulfilled from stores and are ready for pickup in two days. For a select number of products, availability is supported by additional warehouse fulfillment. These products are designated on the product detail page when you reach the inventory limit in your store. At that time, a message appears above the Add to Cart button, indicating that you may "order additional bottles and pick up at your store in 7–14 days."

How long will you hold my online order before restocking it?

Thirty days. The order will also be automatically canceled.

Is it possible to cancel my order?

Yes. You may cancel your order online via your Order Tracking page. You will receive a link to this page by email once your order is placed. You may also call (844) 694-9965 during business hours to cancel an order. Orders must be canceled in full, rather than product by product.

When canceling orders on the same day as they are placed, please note that it may take 24 hours to receive email confirmation of the cancellation request.

How long does it take to get my refund?

Refunds are processed within two business days of receiving your cancellation request. Once we process your refund, it may take up to seven additional business days for your refund to be reflected in your credit card account. Orders are processed through our warehouse in Richmond, and then shipped to the store. This is an approximate range of when you can expect your order to be available for pick up. Products are not shipped from this website or Virginia ABC stores. All orders made online are shipped to an ABC store for pickup by the customer.

Additional questions?

View our FAQs for products in general and for limited availability products.

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